Our Complaints Handling Procedure explains how we will deal with your complaint, the stages involved, expected timeframes, and your rights if you remain dissatisfied after our final response.

Designated Complaints Handler

If you have concerns about our service, case handling or charges, please first contact the fee-earner managing your matter.

If unresolved, you may escalate a formal complaint to our designated Complaints Handler:

Complaints Officer – Queensberry Legal
Ravenhurst House, Ravenhurst Street, Birmingham
complaints@queensberrylegal.com

Step One – Acknowledgement of Complaint

– Your complaint will be logged into our Complaints Register.
– A separate file will be opened for all correspondence relating to the complaint.
– We will acknowledge your complaint within 2 working days of receipt.

Step Two – Investigation

Within 5 working days, we will review your file(s) and any relevant documents and write to you confirming how we intend to investigate your complaint. This may include:

– Offering a resolution or redress where the issue is straightforward
– Requesting clarification or further information from you
– Proposing a meeting to discuss the matter (virtual or in person)

If a meeting is arranged, a written summary will be provided within 3 working days confirming what was discussed and any agreed resolution.

We aim to issue a final written response within 6 weeks of receiving your complaint.

Step Three – Appeal of Final Decision

If you are dissatisfied with our final response, you may request an internal review.

We will respond within 5 working days confirming the outcome and advising your further options.

If you still remain dissatisfied, you have the right to escalate the matter to the Legal Ombudsman.

Step Four – Referral to the Legal Ombudsman

You can refer your complaint to the Legal Ombudsman within 6 months of our final response.

Time limits under the Scheme Rules currently state complaints must be referred:

– Within 6 years of the act/omission; or
– Within 3 years from when you reasonably became aware of the issue

You may contact the Legal Ombudsman if:

– We fail to resolve your complaint within 8 weeks, or
– There are exceptional circumstances warranting earlier intervention, or
– The relationship between us has broken down and resolution is not possible internally

Eligible complainants include:

– Individuals
– Micro-enterprises (<10 staff, <€2m turnover)
– Charities under £1m income
– Clubs/associations under £1m income
– Trustees of trusts under £1m in assets
– Personal representatives/beneficiaries of estates

Legal Ombudsman Contact Details

Legal Ombudsman
PO Box 6806, Wolverhampton, WV1 9WJ
0300 555 0333
enquiries@legalombudsman.org.uk
www.legalombudsman.org.uk

Alternative Dispute Resolution (ADR)

Alternative complaints bodies such as ProMediate UK Ltd (www.promediate.co.uk) are competent to deal with disputes.

However, Queensberry Legal generally considers the Legal Ombudsman to be more appropriate.

If your contract was formed online, you may also use the EU Online ODR platform:
http://ec.europa.eu/odr

Complaints About Professional Conduct or Behaviour (SRA)

The Solicitors Regulation Authority may assist if concerns relate to conduct such as dishonesty, financial misuse, discrimination or regulatory breaches.

SRA Contact Details:

The Cube, 199 Wharfside Street, Birmingham, B1 1RN
0370 606 2555
report@sra.org.uk
www.sra.org.uk